FAQs - SolaceCity

FREE Worldwide Shipping |  support@thesolacecity.com


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Will I get a tracking number?

You will receive an email with a tracking number once your order is shipped but sometimes due to free shipping, tracking is not available immediately at that time.


For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Do you ship worldwide for free?

We are glad to bring our customers great value and service. That’s why we provide free tracked shipping from our warehouses in Asia and in the USA. Average Shipping times is 7-14 days, but can vary. 

May I cancel my order?

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

May I get a refund?

We offer a 100% money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund as we deem appropriate.

If you are unsatisfied with your order – please contact our customer support team at support@thesolacecity.com and we will do our best to help you out!

Customers will be responsible for paying return shipping costs.

What happens if my package is lost?

SolaceCity is not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error we will fully take responsibility for the original order that was made for you at no charge.

Will my order go through customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country.